Refunds & Exchanges
Thank you for shopping at Maxtona!
We appreciate your business and want to make sure you are completely satisfied with your purchase. If you have any concerns or need to return an item, please read our refund policy below.
Contact Information:
- Email: info@maxtona.com
Return Period:
- Customers must contact us within 30 days of receiving their order to initiate the return process. We are unable to process returns or refunds for requests made after this period.
Return Procedure:
- Contact us at info@maxtona.com with your order number and details of the item you wish to return.
- Our customer service team will provide you with instructions on how to return the item.
Refusing the package upon delivery:
- If the package gets lost or if the shipping company chargesĀ a returning fee due to customer refusal at time of delivery of theĀ package after placingĀ an order, all costs associated with the lost package/returning fee will be deducted from the customer's refund.Ā Ā
Incorrect Shipping Address:
- If a package is returned to us due to an incorrect shipping address provided by the customer, the return window will begin on the date the original package is returned to us due to the incorrect shipping address.Ā The cost of the second shipping fee will be deducted, if the customer decides to return it, from the refund amount. This fee covers the expense of re-shipping the package to the correct address.
Refund Policy for Unclaimed Items:Ā
- In the event a customer misses a package delivery attempt and it's available for pickup at a designated location: If the customer fails to pick up the package within the designated period (e.g., 5 days from initial notification), and the package is returned due to customer not collecting the package, we regret to inform that refunds cannot be issued for unclaimed items.
Return Conditions:
- Items must be unused, in their original packaging, and in the same condition as received.
- Please include a copy of the original receipt or proof of purchase with your return.
Return Shipping:
- Customers are responsible for the cost of return shipping including any duty/customs charges. We recommend using a trackable shipping service to ensure your return is received.Ā
Non-Returnable Items: Certain items are exempt from being returned or exchanged, including:
- Gift cards
- Intimate or sanitary goods
- Personalized or customized items
- Perishable goods
- Downloadable software or digital products
- Topical items such as The ordinary etc.
Refund Process:
- Once we receive your returned item, our team will inspect it to ensure it meets the return conditions.
- Upon approval, we will process a refund to your original method of payment.
- Please allow 7-10 business days for the refund to be reflected in your account.
Damaged or Defective Items:
- If you receive a damaged or defective item, please contact us immediately at info@maxtona.com with photos of the product and packaging.
Return Labels/Exchanges:
- If we provide a return label, it will expire in 15 days, and the item must be dropped off within that timeframe. After 15 days, we will assume you have decided to keep the item, and weĀ will not issue a replacement label.
Contact Us:
- If you have any questions or concerns regarding our refund policy, feel free to reach out to us at info@maxtona.com.
Thank you for shopping with Maxtona! We appreciate your understanding and cooperation.
Note: This return and refund policy is subject to change without prior notice. Any updates or modifications will be reflected on our website.